Customer Relations Representative

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

Start Rate (Non-negotiable): $27.12

Shifts: Various

Number of Positions: 1 (Part-Time)

The Customer Care Office is seeking a Customer Relations Representative to support the delivery of exceptional customer service for users of Metrolinx’s public transit systems and services, through the resolution of customer service queries and complaints that have been escalated from the Customer Care Representative or received directly through other channels.

What will I be doing?

• Provides second-level customer service by addressing and resolving complex escalated customer service queries, issues, and complaints from customers.
• Utilizes Case Management system to respond to customer complaints for Metrolinx Public Transit Systems and Services of business through multiple communication channels including, but not limited to, telephone, email, and mail.
• Creates, logs and manages a case load, responding to complaints in writing, over the phone and in person.
• Advocating for the customer by identifying customer service issues, balancing business needs, analyzing complaints to identify issues/trends to be addressed and resolved by appropriate corporate resources.
• Utilizes strong communication skills and multiple systems and resources to effectively understand customer issues and resolve customer complaints from all channels.
• Synthesizes information pertaining to complex cross-functional incidents, and acting as an advocate for the customer, collaborates with business partners to deliver an effective resolution to customer issues.
• Makes decisions on complaint resolution, including customer service settlements such as vouchers and coupons, and seeks advice from Supervisor in exceptional situations.
• Demonstrates diplomacy when dealing with difficult situations, focusing on resolving the customer’s concern while professionally representing the company.
• Issues refunds and reviews customers transactional data to process service guarantees, UP Express online ticket, various co-fares and missed tap-off refunds.
• Exercises judgement and discretion to make decisions on complaint resolution, including customer service settlements, and seeks advice from Supervisor in exceptional situations.
• Identifies customer service issues and trends, and ensures effective root cause analysis by accurately entering and coding details into the system.
• Understands and delivers on KPIs and performance expectations as outlined by Supervisor, Customer Relations or designate
• Performs other duties as assigned by a Supervisor, Customer Relations, or designate.

What Skills and Qualifications Do I Need?

• Completion of high school diploma or equivalency is required
• Post-Secondary education in Business Administration, Customer Service or Contact Centre operations
• Fluency in French that meets Ontario Public Service (OPS) standards is an asset.
• Demonstrated years’ of experience delivering customer service in a Contact Centre environment
• Knowledge of the principles and practices of customer service
• Communication skills (verbal/written) at a superior level in English are required.
• Proficient in the use of a computer keyboard and mouse quickly and accurately to navigate relevant software and customer service programs.
• A positive, empathetic and professional attitude towards customers in order to de-escalate situations where customers are difficult, irate, and/or distressed
• Highly organized to manage multiple priorities and work independently, in a fast-paced, high pressure contact centre environment while following standardized procedures.
• Ability to remain calm, exercise empathy and de-escalate situations where customers are difficult, angry, and/or distressed.
• Ability to bring innovative thinking to an issue, while working within a prescribed framework.
• Ability to track/keep records of customer interactions, issues, complaints in order to identify trends.
• Proven ability to work independently and collaboratively within a team.
• Note: This position requires extended periods at a computer terminal and will have exposure to noise during daily peak operating periods.

Accommodation:

Metrolinx is an equal opportunity employer and committed to a diverse and inclusive workforce. We are also committed to offering reasonable accommodation to job applicants in accordance with applicable legislation. If you require assistance or an accommodation at any point during the hiring process, please contact us at: 416-202-5601 or email [email protected].

Application Process:

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.

Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.